Complaint / review text:
I had the same experience with their customer service representative Christina and her supervisor Britton today. Christina was sarcastic and was mocking me with that little laughter thing that customer service reps do when they want to make fun of their customers. I phoned them and Hulu on March 15,2012 to change my billing date. Hulu was very accommodating, even though I could have completed my request on their website. The rep was considerate enough to walk me through the process, with clarity and excellent customer service. On the other hand, I got nothing but bad attitude from the Netflix rep. Before calling them, I checked their website and logged into my account to ascertain if their site was user-friendly for making the changes to my account. It was not.
I had the misfortune of being entertained by one of their bad, attitudinal reps. They exist only to make it difficult for customers to obtain any type of customer service. They take the word ‘service’ out of what they provide. They should refer to themselves as customer frustration agents. An opportunity to make a temporary career move became available to me later that month, so I went online with Hulu and suspended my account until further notice. However, Netflix's site at that time was not set up for suspension of an account. However, Britton the CS supervisor told me today that it always has been. Anyhow, I ended up speaking with the not-so-accommodating Christina today, 01/01/2013. She took one comment out of my conversation that she liked and she put a saddle on it and tried to ride it home. She made it her issue instead of investigating and resolving my issue.
To make a long story short, she claims (as well as Britton claimed) that there was no March 23,2012 call on record from me. So now I'm a liar. She claims that the term suspension means to Netflix that I'm going on vacation and not the actual meaning, which is a state of temporary inactivity; dormancy; interruption or latency. I even checked the thesaurus for "vacation" and it wasn't there. Britton told me that even though Netflix could tell that my account was in a state of dormancy, they continued to bill me from April-August of 2012 - which sure doesn't sound like a vacation to me. So according to Britton, I can forget any notion of ever receiving a refund of the $39.95 since my call was never annotated by a customer service representative and that's left up to their discretion - to use notes or not use notes.
I think we should show them that we're not the kind of customers who like to have our money taken out of our accounts and that people who use our money as though they have an abject power to do whatsoever they will with it. That's why they are laughing at us because we've allowed them to get away with that kind of behavior. Without customers, there is no profit for Netflix. Let's show them how we feel with our voices. Let me hear from those who are tired of spending our money and getting laughed at.